Digital assistant to enable self service for employees

Enabling Self Service For Employees

Dow Jones

Company Profile

Dow Jones is a provider of news and business information. The company delivers content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones distributes its content and data through a range of media channels, including newspapers, newswires, Websites, applications for mobile devices and tablets, electronic readers, newsletters, magazines, databases, conferences, radio, and video. The company produces publications and products, including The Wall Street Journal, Factiva, Barron’s, MarketWatch, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires and Dow Jones Private Markets.

Business Situation

Dow Jones wanted to build a chatbot in their internal Slack environment for their employees to easily reset their Dow Jones passwords, as well as retrieve information about Remedy tickets they submitted. The eventual goal for the chatbot is to serve as an overall employee assistant that automates a variety of different functions and serves as a one-stop-shop for them. Among these functions is the ability to provide employees with information about various internal SaaS apps and how to get access to them.

Google Cloud Implementation

SpringML used Google Cloud’s Dialogflow to build the chatbot, which was then integrated to Dow Jones’ internal Slack environment. API calls were made to Workday in order to verify an employee is active, to Okta to send password reset links to employees, and finally to Remedy in order to both create a ticket if a password could not be reset, as well as for employees to retrieve ticket information. Building the Saas apps information provider will entail integration of the chatbot to a database which serves as a Saas management tool such as Zylo.

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